Replacement Policy

What can I replace?

You may request replacements for most items you buy from this Website Platform that are within the replacement window. However, products that are explicitly identified as ‘not replaceable’ on the product detail page cannot be replaced. All replacements are subject to other Sections of this policy.

However, if you receive a damaged/wrong product from the Platform, you will still be allowed replacement even if the product is categorized as “non-replaceable’ in the product description.

In case you have purchased a product with which a free product is delivered, and you raise a request for replace the main product, you will have to replace the free product as well. Further, a product which forms a part of a package of other products, you must replace all products that form part of the package to process the refund.

In circumstances where you replace an extra or a different product, we shall not be accountable for the misplacement or replacement of the such product and will not be responsible for its delivery back to you.

If you opt for the Wrong/Defect item replace option:

a.     Subject to our replacement policy, the user will be allowed to replace an already purchased product, if the said product is eligible for replacement.

b.    The user will be eligible for replacement of the product if the product received is defective, damaged, wrong or incomplete due to our fault or if the user has received the wrong product.

Will my replacement be free of cost?

You may replace the product free of cost if the product is defective/faulty. The following are the fault which lies with us:

The following faults will need to be verified before arranging replacement free of cost:

a.     The quality is not merchantable; or

b.    Product has low performance

How to replace items?

a.     If a product is eligible for replacement, the user can initiate the replacement request under the ‘My Orders’ section.

b.    In all cases of replacement a 30-45 seconds video showing opening of our package is to be sent to us by emailing us the Google drive link at kv.int263@gmail.com.

c.     Create a ‘replacement request’ under the ‘My Orders’ section on the Platform and follow the instructions provided on the Platform.

d.    After the ‘replacement request' has been raised, Replace ID will be generated by us.

e.     In case you purchase multiple products in a single order, replacement requests for individual items can also be raised.

f.      Once a replace request is raised, we shall analyze the request and accordingly process the request internally. All replacement claims shall be subject to our discretion.

g.     If you have scheduled a pick-up for replacing the product, please keep the items ready to be picked up by the delivery partners.

h.    Please keep the product in the original manufacturer’s packaging, all tags should be intact.

i.       At the time of pick-up, our delivery partner may conduct a quality check on the product to ensure the product meets the criteria specified under replace guidelines. If the product fails such a quality check, the product shall not be replaced, and no refund shall be made against the such product.

j.      Please note that the product will be picked up from the same address where delivery was made. In case pick-up is to be made from a different address, the same should be notified to us by writing to kv.int263@gmail.com. Such request may be accepted at our sole discretion and subject to the new address being in the serviceable area.

k.     Further, on receipt of the replaced product, the product shall undergo a quality check. If the product replaced is in an acceptable condition, as determined by us at our sole discretion, the refund shall be initiated, otherwise, the product will be reshipped to you, at your cost, and no refund/exchange shall be initiated.

What are the replacement guidelines?

Prior to creating a replacement request on the platform, you shall ensure that, the product:

a.     Must be in its original condition with all the packaging including brand/manufacturer’s box/packaging, tags, cards, and other accessories intact;

b.    Must not be damaged in your possession;

c.     Must be unused, unsoiled, without any stains and with non-tampered quality check seals/replace tags (wherever applicable).

d.    Must not be used or altered;

e.     Must be the same product that was delivered to you; and

f.      Must be replaced within the replacement window specified against a product on the product detail page.

Further, name/image/brand/serial number/article number/bar code of the replaced product should match our records. Any additional conditions provided in the product details against each product shall be applicable as well.

Further:

a.     Your address and the item that you wish to replace must be eligible for replacement.

b.    If the replacement is not eligible for pick-up, the replacement option will not be available

The products available on the Platform are usually replaceable within 7 days of delivery.

Miscellaneous

Please note that all customer claims and requests for replacement shall be subject to our satisfaction.

We reserve the right, at our sole discretion, to amend, change, modify, add or remove any portion of this policy at any time without any prior written notice to you. It is your responsibility to review this policy periodically for any updates/changes.

For any further queries regarding replacement, please reach out to customer support at kv.int263@gmail.com.